• World Technopolis Review
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• v.8 no.2
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• pp.120-134
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• 2019

The main objective of this study was to investigate the customer's satisfaction level with the digital relationship model of Banco do Brasil Exclusive Business Offices situated in Rio Grande do Sul. Banco do Brasil is one of the largest Brazilian and global financial institutions and conducted a restructuring customer's relationship model since 2015, creating new specific service structures for certain segments, among them exclusive offices. This research had a qualitative step with an internal documentary analysis about the company and a semi-structured interview with manager's offices, in order to check the strategy and the foundations of business model, as well as identify perceptions and the difficulties in implementing this new structure. The quantitative step held the findings about customer satisfaction level in relation to the quality of services provided by offices, through an electronic survey based on the Servqual Scale developed by Parasuraman et al. (1988), which measures the difference between customer's expectations and perception in five dimensions: tangibility, reliability, understanding, safety and empathy. The results shown that Banco do Brasil customers' are satisfied with services offered through the digital model and the new business structure, in which is offered a humanized service together with the best technology. It was found, also, that digital probably would not replace the physical world, but they complement one another. Digital offices and physical agencies will coexist, improving value proposition delivery and better customers experience, satisfy them and build their loyalty.

• Korea Journal of Hospital Management
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• v.8 no.2
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• pp.5-23
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• 2003

To survive in the competitive environment, hospitals pay more attention to patient satisfaction than ever before. Nurses are the employee that have frequent interactions with patients in a hospital, and therefore, the effective management of nursing staff is crucial to maintain high level of patient satisfaction. Searching for a way to an effective human resource management in nursing, this study attempted to investigate the pre-dispositional factors of customer orientation of registered nurses in a hospital. The customer orientation concept is originated from marketing literature and defined as the attitude of employee that focus on establishing a long term relationship rather than short term gains in dealing with customers. The study hypothesized that the personal trait of individual and the perceived level of empowerment affect the level of customer orientation of nurses. We tested the hypothesis 10 a teaching hospital. Three-hundred seventy two nurses were surveyed and 235 responses were collected. Out of the 235 responses, 24 responses were discarded due to the incomplete answers to the questionnaire and 211 responses were analyzed. The data were analyzed using factor analysis and multiple regression analysis. The results showed that the enjoyment dimension of customer orientation was affected by the agreeableness, consciousness, and openness of personal traits and the need dimension of customer orientation was affected by the agreeableness and level of empowerment. Based on the results the research and nursing resources management implications were discussed.

• Asia Pacific Journal of Business Review
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• v.4 no.1
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• pp.35-44
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• 2019

Service quality is a competitive weapon in the banking industry. Better understanding of customer's perception of service quality in the banking industry and the drivers of such perceptions will be a sound basis for continuous improvement in the quality of service offered to customers, customer satisfaction and customer retention in the industry. An earlier study by the same authors (Ibrahim and Bokkasam, 2016) revealed that the six SERVQUAL determinants are significantly related to and explain about 84% of overall customer satisfaction. It was also observed that the female customers perceived higher level of positive perception towards SERVQUAL determinants. The present study carries out a micro-analysis of the influence of gender on the constituents of the service quality and customer satisfaction for all the six dimensions of the SERVQUAL: Access, Communication, Competence, Tangibility, Empathy and Reliability, in Saudi banking sector. The study also analyses gender-wise levels of satisfactions with regard to individual components constituting various factors of the constituents of SERVQUAL. It was observed that the male customers have significantly low levels of satisfactions with regard to promptness in solving conflicting issues and comfort during waiting time in the bank.

• Journal of Korean Society for Quality Management
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• v.51 no.4
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• pp.589-606
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• 2023

Purpose: This study investigates the effects of scuba diving resort service quality on customer satisfaction and revisit intention, considering the moderating effects of perceived risk by scuba divers such as individual, social, and physical risks. Methods: This study surveyed scuba divers using scuba diving resorts in South Korea. The data were analyzed using multi-regression and hierarchical regression analysis. Results: The results of this study are as follows; all five service quality dimensions (tangibles, reliability, responsiveness, assurance, and empathy) significantly affected customer satisfaction and customer satisfaction also affected revisit intention. However, no moderating effect by perceived risk were observed between customer satisfaction and revisit intention. The cause of these results is believed to be the nature of scuba diving as a adventure sport. Conclusion: These results implies that scuba divers' purchase action can be different from the general service users from the perspective of perceived risk. Considering the uniqueness of adventure sports of scuba diving, the managers of scuba diving resorts need to act actively paying attention to all dimensions of service quality, and customer satisfaction.

• Journal of the Korean Society of Clothing and Textiles
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• v.33 no.6
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• pp.968-979
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• 2009

The purpose of this study was to examine the relationship between the willingness to adopt mass customization and four proposed characteristics: organizational, individual, technological, and environmental. Retail managers' and consumers' point of view was separately examined to distinguish their characteristics and willingness to adopt mass customization. The sample of this study consisted of 66 managers and 274 consumers in their twenties. The researcher obtained seven findings from the hypotheses testing. The determinants of mass customization adoption were managers' technology and environmental characteristics, and consumers' individual, technology, and environmental characteristics. The most influential variables for the willingness to adopt mass customization were technology characteristics and retailer's customer relationship management process, where customer satisfaction and customer relationships are the top priority in an organization.

• The Transactions of The Korean Institute of Electrical Engineers
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• v.59 no.1
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• pp.33-39
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• 2010

In order to operate the power system satisfactory for both system operators and customers, it is important to limit the harmonic currents to the allowable levels which injected into the system from the distorting installations. In this regard, the principles for the allocation of emission limits on individual customer were introduced in the technical report of IEC61000-3-6. According to these general principles, the emission limits are dependent on the agreed power of the customer, the power of the harmonic-generating equipment, and the system characteristics. The considerations in this report are very comprehensive and the process introduced is practical enough to implement as it is. However, there is a fact not appropriately dealing in the report that could be a very tickle but has a huge impact on determining the emission limit. This is the effect of non-harmonic load currents. More precisely, these are from the equipments which do not emit any harmonic or may emit harmonics but this specific order under the consideration by themselves if the source power is sinusoidal. The load currents originated from these equipments have an effect of active filter against the specific order of harmonic therefore, these should be dealt as a significant factoron the process of determining the emission limits for individual customer.

• IE interfaces
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• v.18 no.3
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• pp.234-246
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• 2005

A silicon wafer is a highly customized product made to the individual order varying its electrical and physical characteristics. Therefore, it has distinctive supply chain structure that is different from highly standardized commodity product. For high-volume/high-standardization product, it is general that a main stream of information flow initiated by the production planning of the manufacturers is usually directed to push both ways in a supply chain: upstream to the suppliers and downstream to the customers. Contrastingly, for low-volume/high-customization product, the information flow triggered by the fluctuating customer demand usually propagates upward to the suppliers through the manufacturers. Furthermore, for R &D based hi-technology product like silicon wafer, the interactive information feedback mechanism between manufacturer and customer, which is essential to the new product development process, is to be embedded in the supply chain. This article is a case study of supply chain management system of LG Siltron, a major Korean silicon wafer manufacturer. The SCM system entails special information structure fitting well typical high-variety/high-customization product, and also gives application possibilities to the R&D based high-technology product made to the individual customer order.

• Korean Management Science Review
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• v.32 no.2
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• pp.69-78
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• 2015

This paper considers a Bayesian Poisson model for multivariate count data using multiplicative rates. More specifically we compose the parameter for overall arrival rates by the product of two parameters, a common effect and an individual effect. The common effect is composed of autoregressive evolution of the parameter, which allows for analysis on seasonal effects on all multivariate time series. In addition, analysis on individual effects allows the researcher to differentiate the time series by whatevercharacterization of their choice. This type of model allows the researcher to specifically analyze two different forms of effects separately and produce a more robust result. We illustrate a simple MCMC generation combined with a Gibbs sampler step in estimating the posterior joint distribution of all parameters in the model. On the whole, the model presented in this study is an intuitive model which may handle complicated problems, and we highlight the properties and possible applications of the model with an example, analyzing real time series data involving customer arrivals to a large retail store.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.28 no.9B
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• pp.806-812
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• 2003

The service providers of Internet have to work out a personalized contents service system focused on variety of customer's complex individuality. To effectively adopt individual customer's preference and actively adapt change of business situation, suppose an system of the service which emotional experience using emotional-based web design. In the experimental results, it is found that Internet service system implemented based on this idea is more effective than the existing systems in the view point of extension of customer's emotional satisfaction and visit duration time goes longer beyond that of the traditional systems.

• Journal of the Korean Society of Clothing and Textiles
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• v.34 no.7
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• pp.1220-1231
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• 2010

This study examined customer misbehaviors in retail settings by identifying behavioral patterns and exploring behavioral backgrounds and consequences from the employee's perspectives. Qualitative data were collected from an individual interview method, and 222 interviews were analyzed. Customer misbehavior was categorized into unethical returns, problem behaviors in service encounters, unreasonable demands, shoplifting/fraud, ill-mannered behaviors, and selfish behaviors. Behavioral backgrounds included dissatisfaction, unreasonable expectations, actively benefiting of service failures, taking advantage of service standards, illegitimate complaints, monetary gains, transferring responsibility, and demanding special treatment. Employees experienced stress facing misbehaving customers with no other choice except to accept misbehaviors and learned misbehaviors as customers themselves. The study further discusses the implications.